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1. Achieving Patient (aka Customer) Experience Excellence : Lessons From a Successful Cultural Transformation in a Hospital

Author

Rhonda Dishongh, Qaalfa Dibeehi, Kalina Janevska, Gregory D. Erickson, Rhonda Dishongh, Qaalfa Dibeehi, Kalina Janevska, and Gregory D. Erickson

Subjects
Patient Satisfaction--Personal Narratives, Cultural Competency--Personal Narratives, Hospital-Patient Relations--Personal Narratives, Organizational Case Studies--Personal Narratives
Abstract

Written by internationally acknowledged experts in the customer and patient experience movement, this book clearly outlines the principles and development phases of a great customer experience transformation. Using an engaging story, it allows readers to follow the journey of Community General, a healthcare organization that went from struggling to being nationally recognized for its performance and customer satisfaction. Demonstrating how Community General was able to achieve its cultural transformation, the book presents valuable lessons learned that can be applied across a wide range of industries.

Published
2013

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